guide

[WORKBOOK] New Rules of Digital Experience Teams

Get clarity. Show value. Prove impact.

If you work in Customer Education, Community, Product Education, or Digital CS, you already know: org charts are messy, titles don’t match responsibilities, and everyone wants you to “prove value.”

This workbook is your shortcut to cutting through the chaos.

What you’ll get to work on in the workbook:

👉 Take an honest inventory of what your team actually does vs. what’s on paper
👉 Map your jobs-to-be-done against business outcomes (adoption, retention, expansion)
👉 Get clear on where you need to partner across the org instead of working in silos
👉 Turn it all into a C-suite-ready deck — a succinct, sharp narrative you can use to position your team

After all, boards want profit. The C-suite wants customer retention. CS teams are burnt out.

So, this is your moment to shine — but it won’t come from chasing titles alone or waiting for a reorg. It comes from showing, with clarity and confidence, how your work drives the business forward.